Passenger's Charter
Information regarding the service you can expect to receive from
us, and what we will do if things go wrong. It describes the high
standards we have set ourselves, and the levels of compensation we
will pay if we fail to achieve our targets.
Download
Passenger Charter (pdf 958kb)
FirstGroup plc - the UK based international transport company
have teamed up with Keolis, one of Europe's largest private
transport operators - to deliver a fresh, exciting and unique rail
service across the Pennines.
First TransPennine Express is a newly created, dedicated
intercity service linking key cities and major towns in the North
of England. Our trains operate on the principal routes across the
Pennines, linking the major urban areas of Newcastle, York, Leeds,
Doncaster, Sheffield, Manchester and Liverpool. These cities are
connected with the Lake District, Lancashire and Cumbria and
Manchester. Manchester Airport is connected to key destinations
east and west of the Pennines.
I am delighted to present this Passenger's Charter, which is a
statement of our commitment to provide a high quality and
continuously improving service. We are a customer-led business
committed to delivering the highest standards of safety,
performance and customer care. We will be focusing on creating a
flagship train service which will be delivered by dedicated staff
who will be provided with a safe, clean and inspirational work
environment, supported with the best available training and support
programmes the industry has to offer.
We are investing £260 million over the course of the franchise
on:
- New, high quality Intercity trains
- Improved maintenance facilities
- Station refurbishment including new information and security
systems
- Staff training
In this Passenger's Charter you will find information about the
service you can expect to receive from us, and what we will do if
things go wrong. It describes the high standards we have set
ourselves, and the levels of compensation we will pay if we fail to
achieve our targets.
If you have any views on our Passenger's Charter or would like to
comment on any aspect of our services please write to me at:
First TransPennine Express
7th Floor
Bridgewater House
60 Whitworth Street
Manchester
M1 6LT
Nick Donovan
Managing Director
A joint venture between First and Keolis
Download
Passenger Charter (pdf 958kb)